Juniper finds that the largest volumes of coupon redemptions will be
generated via app-based platforms by the end of the period, as providers
see increased preference for the loading of both one-time and
loyalty-based incentives for use in store. The research identified 3
stand-out technologies showing significant disruptive potential:

1. Chatbots

2. QR Codes

3. Invisible payments

For the first time, Juniper has quantified the volume of chatbot coupons
as 25 million this year, with this set to reach 1.1 billion by 2022. The
technology will enable greater personalisation of offers; particularly
through use via social media, and at a fraction of the cost of using
human operatives, and will aid in driving commerce transactions both
online, and in store.

Additionally, technologies which streamline the shopping experience,
such as invisible payments, or provide additional information and linked
offers, such as with QR codes, will greatly enhance the in-store
experience, driving footfall for physical retailers.

Mobile to Account for Nearly 80% of Coupon Redemptions

The research found that mobile will account for nearly 80% of all coupon
redemptions by 2022. It identified the importance of targeted channels;
in particular SMS, as Research author Lauren Foye explained:

“SMS remains a vital channel in reaching consumers, whereby a phone
number acts as a unique ID in delivering one-time offers. Consumers are
more receptive to personalised offers delivered via this channel, being
protected by stringent regulation in Western markets which prevents high
volumes of spam, compared to arguably less customer-minded channels such
as email.”

Juniper Research provides research and analytical services to the global
hi-tech communications sector, providing consultancy, analyst reports
and industry commentary.

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